5G Home Internet not linking to My Verizon — ghost account?

[whynot3]

Hi everyone,

I’m reaching out to see if anyone has experienced something similar — I signed up for 5G Home Internet on April 23, 2025, and it’s now been over 60 days. I’ve had multiple issues, and still haven’t been able to fully access my account.

Here’s what happened:

• I first created a My Verizon account via the website, and then placed the order for 5G Home Internet.

• I received a confirmation email, and the service/equipment was delivered.

• However, when I tried to link my service in My Verizon, everything just... failed.

I couldn’t enter any valid phone number or account number — all fields gave errors.
Eventually, after fighting with Verizon's AI assistant for 30 minutes, I finally got through to a human support rep on the phone.

That’s when I found out:

• My account has a 10-digit number, which the rep gave me — but it still doesn’t work when I try to register or link it online.

• The phone number attached to the account is not my real number, but some Verizon-assigned virtual number.

• Because of that, I can’t authenticate as the account owner. I get this message:

  “Cannot register as the Account Owner. Please verify your entry or try another method.”

Even though I know the account number, the system won’t let me prove ownership because I don’t have access to the linked (virtual) number or other verification methods.
I was only able to pay my bill after giving the support agent that virtual number.
So I’m currently locked out of my own account with no way to manage my service or claim the Samsung TV promo that’s supposed to become available after 65 days.

[whynot3]

I also tried using the chat assistant on Verizon's website, but it keeps asking me to sign in repeatedly, even though I’m already signed in.
Sometimes it just redirects me to order tracking instead of support, and I’m stuck in a loop with no option to speak to a real human agent.

[vzw_customer_support]

We're sorry to read about your issue with accessing your account. We want to help. We'll be sending a private message. ~Peter

[whynot4]

Hi Peter, thank you for the quick response.

Unfortunately, I’m currently unable to read or reply to the private message you sent. I created this community account temporarily, but it now seems to be stuck in a login loop or possibly deactivated. Every time I try to sign in, it just redirects me back to the login page.

Is there any way I could continue this support thread via email or another contact method?
I’d really appreciate any help resolving this.

Thank you again.

[Bryteyez1776]

I have been having this same problem, tried to link my router to my account so I can change password and pay my bill and get the 10.00 discount but it says unable to link try again in 24 hours(says I have to be account owner to use account number I am the account holder) ive tried all options and was on the phone with a representative, that was yesterday, I've waited the 24 hours and used my order number and it still will not let me link it. I'm ready to find another internet and phone provider(phone service through straight Talk(verizon too). Both service prove to be a lot of problems for to much money

[vzw_customer_support]

Hello Bryteyez1776, we want to make sure you're able to link your My Verizon account. So we can better assist, we will be reaching out via Private Message. -Dee

[Bryteyez1776]

I have been having this same problem, tried to link my router to my account so I can change password and pay my bill and get the 10.00 discount but it says unable to link try again in 24 hours(says I have to be account owner to use account number I am the account holder) ive tried all options and was on the phone with a representative, that was yesterday, I've waited the 24 hours and used my order number and it still will not let me link it. I'm ready to find another internet and phone provider(phone service through straight Talk(verizon too). Both service prove to be a lot of problems for to much money. 

[vzw_customer_support · Accepted solution]

I’m sorry you were having trouble responding to our Private Message. To investigate the situation with your account, we’ll need to continue in Private Message. If you need Community Forum assistance, please use the Help option at the top of the Community Forums. If you still need assistance with your 5G Home, please contact us.  

-John